Free quality tools from Aegis: templates, kits and guides you can use today →
Aegis Technologies Inc.

Resource Library/Corrective Action, Problem Solving and Complaints/Customer Scorecard and Escape Tracker

Workbook · AQL-B16

Customer Scorecard and Escape Tracker

How each customer sees you, month by month: their ratings and status next to your own PPM, on-time delivery and complaints, and every escape with where it got through and why, so a falling rating or a repeating escape route shows before the customer raises it.

Get it freeThe Excel and fillable PDF versions, sent to your work email.
  • Excel
  • fillable PDF
  • Worked example
  • Your logo on it
  • Aegis Insights
Page 1 of the Customer Scorecard and Escape Tracker

Page 1 of the PDF. Every resource includes a fully worked example.

Part of the Customer Complaint Response Kit6 of 6← Customer Complaint Response Letter Template

The problem it solves

Most suppliers find out how a customer rates them when the scorecard arrives, and find out what it means when the status changes. The customer's ratings live in a portal, the shop's own numbers in a different report, and the escapes in a stack of investigation files, so nobody sees that the same inspection gap let three different defects through, or that a customer's rating has slipped two quarters running. This workbook puts the customer's view and yours side by side for each customer, keeps every escape on one register with the detection point that missed it and why, and counts the last twelve months so the trend is plain at every review.

Who uses it

Quality directors and managers who answer for customer satisfaction, with the program and account managers who own each customer.

When

Enter each month's results at month end, add each escape the day it is confirmed, and review the Customer view and Summary monthly and at management review.

Free to use, change and copy, in your own organization or with your clients; add your own logo, keep the Aegis credit. Part of: Customer Complaint Response Kit, Quality Performance Kit. Clause references: 9.1.2, 9.1.3 (with 8.7, 10.2, 9.3.2) (numbers only; use your own licensed copy of the standard).

Aegis Insights inside. Wherever this resource gives our own guidance, it is labeled Aegis Insights, so you always know what is our experience and what a standard or your customer requires.

A management aid, not certification or a registrar audit. Using it does not by itself show conformity to AS9100D or any other standard.

How to put it to work

Chapters of our free guides that use this tool.

  1. What is in the kitThe Customer Complaint Response Kit Handbook, chapter 2
  2. The complaint response workflowThe Customer Complaint Response Kit Handbook, chapter 3
  3. Escapes and the customer's scorecardThe Customer Complaint Response Kit Handbook, chapter 11
  4. When a customer's status drops: the recovery planThe Customer Complaint Response Kit Handbook, chapter 14
  5. Running the systemThe Customer Complaint Response Kit Handbook, chapter 15
  6. Setting it up in thirty daysThe Customer Complaint Response Kit Handbook, chapter 16

Related resources

  • Workbook

    Customer Complaint Log and Response Tracker

    Every customer complaint on one line, from the first call to closure: acknowledged, contained, answered and accepted, each against the customer's own dates, with the lines that need action flagged and the counts management review asks for.

    Excel · PDFFree by email
  • Template

    Customer Complaint Response Letter Template

    Five letters for the life of a complaint: acknowledgment, containment notice, the response with root cause and actions, the effectiveness and closure update, and the answer when a complaint is not substantiated. Factual, complete, and written from the investigation record.

    Word · PDFFree by email
  • Template

    Quality Escape Investigation Template

    For product that reached a customer: the timeline, every suspect part by location, what the customer was told and when, the detection point that failed and why, and actions at both the cause and the escape point.

    Word · PDFFree download
  • Workbook

    8D Problem-Solving Workbook

    One tab per discipline, D0 to D8, rolled up to a status page: an is / is-not table, containment that is verified, root and escape causes confirmed with data, an effectiveness criterion set before the actions go in, and prevention carried to similar processes.

    Excel · PDFFree by email
  • Workbook

    Management Review Input Data Pack

    Every management review input on its own tab, with four quarters of trend, a front Summary that states the decision each input needs, and an index that tells an auditor where every record is.

    Excel · PDFFree by email
  • Workbook

    Quality Performance Dashboard

    Twelve quality measures on one scorecard, worked out from plain monthly counts: the latest month, the last three and twelve months, the status against your target and the direction of travel.

    Excel · PDFFree by email

Need more than one resource, or not sure where to start? Book a complimentary 30-minute Aegis Quality Guidance Call. We'll find the tools that fit your situation and a sensible place to start. No sales pressure, no obligation.

These tools help you run the work by hand. When you want the whole picture of your quality system from the records you already keep, that's what the AeroAssure Audit Defense Pack and the IA9100 Transition Gap Analysis do.